Freshdesk is one of the largest helpdesk platforms out there to create, manage and track your support tickets and provide real time customer support. One of the major issues with Freshdesk however is that most customer tickets cannot be solved over phone calls or emails. You will need people to go and manually visit customer locations and interact with them to service or install machines and assets. This can be done only through a tightly integrated system that also links to your entire field service operations In case you are in the large subset of Freshdesk customers who are looking for a system that connects Freshdesk tightly with your frontend field operations - look no further.

At Fieldproxy, we go over and above and integrate deeply with the entire Freshdesk suite of features, rather than just have a superficial level of integration that links your Freshdesk tickets to your field service agent. We have an earlier article  that covers the basics on how to connect Fieldproxy with Freshdesk and assign jobs directly from Freshdesk to your field service engineer

In this article we will go a couple of steps deeper to show you how using Fieldproxy you can directly sync to custom fields in your freshdesk application, directly update ticket status from the field, make your FSM app completely offline and lot more.

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Create Custom notes on Freshdesk directly from Fieldproxy

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Once a job is created from Freshdesk and assigned to a technician through Fieldproxy, the seamless workflow ensures that updates happen in real-time. Instead of juggling between platforms or losing essential information in the process, Fieldproxy ensures that all job updates are reflected in Freshdesk instantly.

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Using the custom workflow builder, you can define specific actions that trigger when a technician checks in or completes a task. For instance, a technician's check-in time and location can be passed onto Freshdesk automatically via webhooks. This allows the back-office and customer support teams to see these updates in real time, making collaboration between field teams and support teams smoother.

With custom workflows, you can tailor which information to pass into Freshdesk, creating a more integrated system where Freshdesk becomes your comprehensive source of truth, capturing every nuance of the job carried out in the field.

This eliminates the need for manual data entry or cross-referencing multiple platforms, reducing the chances of human error while enhancing efficiency.

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Update Ticket Status directly from Fieldproxy

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Keeping everyone aligned on the same page during field operations is crucial, especially when dealing with real-time support tickets. With Fieldproxy, the moment a technician completes a job, they can mark it as complete directly within the app, and this information is immediately synced to Freshdesk.

This is a significant advantage because it eliminates the need for manual intervention by back-office staff to update ticket statuses. As a result, customers receive updates faster, and there's less room for miscommunication or delays in closing tickets. The real-time sync ensures that all stakeholders, including the field service agent, customer support team, and even the customer, have immediate access to the most current status of the job.

By eliminating unnecessary communication loops, this integration reduces bottlenecks and ensures that SLA (Service Level Agreement) compliance is more easily met.

Updating Custom Fields Directly from Fieldproxy

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One of the limitations of other FSM (Field Service Management) tools that integrate with Freshdesk is their inability to effectively use custom fields. Custom fields are vital for businesses with specific workflows that require additional data collection, tracking, or reporting.

Fieldproxy’s robust integration allows you to map custom fields from within your FSM platform to custom fields in Freshdesk. This makes it easier to collect and sync detailed information relevant to each ticket or service call. Whether you’re gathering data about the equipment serviced, the customer’s unique requirements, or specific conditions in the field, all of this information can be directly inputted and updated in Freshdesk through Fieldproxy’s seamless integration.

This ensures that custom data is not lost or inaccurately represented and helps businesses leverage the full power of Freshdesk’s customizability, improving the overall quality of data management and reporting.

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Work completely offline on Fieldproxy

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One of the biggest challenges field service agents face is a lack of reliable internet connectivity, especially in remote areas. Fieldproxy’s ability to work completely offline is a game-changer.

Technicians can continue to complete their jobs, gather customer feedback, update task status, and even fill out forms without needing an internet connection. Once the technician has access to a network, all the data will be automatically synced to the system, updating Freshdesk in real time.

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This feature ensures that service continuity is maintained, and technicians can always capture essential data, irrespective of the connectivity conditions, preventing delays and ensuring customers receive timely service.

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Want us to set this up for you? Book a call, or write to us at sales@fieldproxy.com, and we’ll set this all up for you in 30 minutes or less, right on the call.

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